Why do we sometimes lock accounts?

At Yepstr, we work hard to make the platform safe for both customers and young people. We run several ongoing checks, including background checks, reports from other users and automatic detection of inappropriate chat messages. Sometimes these checks turn up something that leads us to lock a user's account. For example, we have zero tolerance for crime, and we expect everyone to treat other users kindly and with respect. Some people think we're too strict, but we'd rather be safe than sorry.

To protect people's privacy, we only ever share the reason for locking an account with the person whose account was locked. We do see it as our responsibility to let that user's contacts know about the lock and to cancel any upcoming bookings.

We understand you might want to know more about what happened in a specific case. We hope you understand that we're doing what we can in a sensitive situation.

What happens when an account is locked?

The user loses access to the platform right away. They can't contact other users or see messages sent before the lock. Any upcoming bookings they have are cancelled, and the other users on those bookings are told about the cancellation straight away.

How do I get in touch with a locked user?

Do you have completed bookings with a locked user that haven't been paid yet? Or do you need to reach them for another reason, like getting a key back? Email us at support@yepstr.com and we'll help you.